Helpdesk software... what do you use?

[rad]

Please can you let me know how you record/distribute your jobs? What helpdesk software do you use and do you rate it?

 

Thanks

[Disaster]

we just use email: [email protected] in which our inboxes are linked to.

seems to work alright.

[SimpleSi]

I use my own simple PHP/mysql setup for my primaries as I wanted it to be as simple as possible for teachers to enter issues so just enter name and issue and press enter

(optional fields for details/change priority from normal.)

 

Si

[bladedanny]

I use OSTicket, works well as logging and signing off jobs etc. but lacks reporting (time took to complete etc.)

[Jawloms]

Spiceworks

[carvjo]

We use Adventnet ServicedeskPlus - very nice..

[protocol]

We use GLPI

[Diello]

Liberum at the moment, soon to be SharePoint

[adhutton]

Just started using OP Smartdesk (OP SmartDesk - Helpdesk, Asset Management, Network Management & Resource Management - All In One) which seems really good.

 

Has lots of features. Impressed with it so far.

 

Andrew

[mthomas08]

We use Sharepoint here (free version) at the moment, but I am hoping to move it over to frog but the frog forms need a bit of work. Which I believe frog are working on it

[gshaw]

Customised Sharepoint services site, also does our Knowledge Base, Change Management and Project Management... probably my favourite bit of the network (does that make me sad lol?)

[joe90bass]

Spiceworks - works very well

[Earthling]

WebHelpDesk

 

Web Help Desk - Powerful and Affordable Help Desk Software

 

Does it all, rate it very highly, and I've used lots of HD solutions down the years.

 

Would work even better if the staff used it instead of point-blank ignoring it, whilst saying 'Why can't we phone you or ambush you in the corridor/schoolyard/staff room etc the way we always used to?'

 

So now I spend at least 30 minutes of every day taking time to log calls on their behalf, updating them, having a leisurely coffee not answering the phone and generally dossing-off.......which is a Result, in it's own way.

[MatthewL]

We use LanDesk, not brilliant unless you pay stupid money for it. Spiceworks does a far beter job I find as I use that for home for logging all the jobs on I do at home.

[dirtydog]

used to do it through Sharepoint but have been on Spiceworks now for almost 2 years, works great!

[Mako]

I use OSTicket, works well as logging and signing off jobs etc. but lacks reporting (time took to complete etc.)

 

+1

 

I've had this installed on my local WAMP for a few weeks, we're fiddling with it in the office here, considering rolling it out. Using it for our own logging of calls etc for the moment, seems to do everything we want to, at zero cost.

[aleach2]

We use Adventnet ServicedeskPlus - very nice..

 

We use this too!!! I concur, a very good product.

[K.C.Leblanc]

Just started using OP Smartdesk (OP SmartDesk - Helpdesk, Asset Management, Network Management & Resource Management - All In One) which seems really good.

 

Has lots of features. Impressed with it so far.

 

Andrew

 

Same here, although our version dates from when it was called My Little Helpdesk.

[Scifigirl]

paper

 

and sharepoint

 

(trying to get rid of the paper bit!)

[zag]

Custom (see my sig)

[localzuk]

Last place I used Request Tracker, but it is a complex beast to fiddle with. Here, we use Spiceworks and it just works!

[Hightower]

In house PHP system that I plan to release in the near future. Also has asset management, budget management, and room booking.

[krishnarc3]

Well, I'm considering Zendesk for my startup(Cumult). I believe its probably among the best out there.

[Jamman960]

have been using my inbox until last week, have just started using OTRS+ITSM and am very happy with it so far.

 

I've spent the last few years casually looking and have finally given OTRS a go, SLA's were one of my main requirements ensuring jobs were given one as soon as they're entered(currently 4hrs for critical issues, 1 day for issues directly affecting teaching, 3 days for normal issues, 1 week for requests) to ensure that no jobs fall off the wagon and get lost.

 

James

[glennda]

I use request tracker, also have our premises staff, central admin team using. We also record absences etc through it.